Triage: Success Inbox Google/Meta Escalation

Step-by-Step Procedure

Identify Facebook/Meta Requests
- Review incoming emails related to Google or Facebook.
  - If an email is from Google (not the customer) and it is in the success inbox, he can be closed. Those also get sent to google@.
Send Facebook or Google Saved Reply
- Send the saved reply Escalate to Facebook Team or Escalate to Google Team OR use the customer comms below.
- Assign the item to the Facebook or Google team.
- Change the message status active (It will default to closed, so ensure it is updated)
- Add your name as the sign off.
- Here is a photo of what the message should look like when sending this saved reply—

Please note that the status and assignment at the top of the page will be overwritten by what is showing here at the bottom of the email.

Customer Communication / Scripting

Google Team Handoff

Subject: Re: [Original Subject]

Hi [First Name],

Thank you for reaching out! I am connecting you with our Google team so they can help you with this.

Someone from the Google team will follow up with you shortly.

[Your Name]

Facebook Team Handoff

Subject: Re: [Original Subject]

Hi [First Name],

Thank you for reaching out! I am connecting you with our Facebook team so they can help you with this.

Someone from the Facebook team will follow up with you shortly.

[Your Name]